Answering the Phone 1

Answering the Phone
GTH Phone Etiquette & Request Handling Reference Guide
Welcome to the team! This guide will help you navigate phone calls, manage inquiries you may not know how to answer, and ensure messages are properly forwarded to the right people. Please note it is best practice to answer the call by the 2nd ring.
Answering the Phone
Greet callers professionally with:
"Thanks for calling GTH, this is [Your Name], how can I help you?"
Handling Inquiries You Do Not Know the Answer To
Listen & Take Notes
When faced with a request you are unsure about, remain calm and gather all the details.
Write down all the information the caller provides.
Confirm & Acknowledge
Repeat the inquiry back to the caller to ensure accuracy.
Politely inform them:
"I'll need to look into this for you, and I will call you back as soon as possible."
Collect Contact Information
Ask for the best phone number to reach them and their email address.
Offer your email address and direct extension in return.
Reassure the Caller
If needed, let them know you are new to the role but are working closely with experienced colleagues:
"I'm new here, but I’m working with seasoned individuals who will help me assist you efficiently and ensure your request is properly handled."
Closing the Call
Promise a Follow-Up:
"Thank you for your patience. I will get back to you as soon as possible."
This approach ensures that every caller feels heard and reassured, even if you don’t have all the answers yet. By following these steps, you’ll be providing excellent customer service while you grow in your new role. Good luck, and don’t hesitate to reach out to your supervisor or mentor with any questions!
Message Taking & Forwarding
Always follow this procedure for requests you're unsure of:
Email your Alea Katan, Customer Marketing Manager, with the details of the request.
Cc your mentor in your office.
One of them will reply with guidance or instruct you on how to forward the request to the correct party.
Directory:
Accounting
Email: face@you.com
Cc: face@you.com
 
Projects in CA
Email: Bob's face, Sr. System Integrations Manager face@you.com
Cc: Bob's face, Business Development Engineer face@you.com
Project in NV
Email: Bob's face, VP of System Integration face@you.com
Email: Bob's face, Sr. System Integrations Manager face@you.com
Cc: Bob's face, Business Development Engineer face@you.com
 
Field Service (this includes any type of Engineering requests if you don’t know who is best suited for follow-up. Joel and Alea can sort out from here)
Email: Bob's face, Technical Service Admin face@you.com
Cc: Bob's face, Customer Marketing Manager face@you.com
 
Escalated Customer Call Regardless of Projects, Parts, or Service
Email: Bob's face, Customer Marketing Manager face@you.com
Cc: Bob's face, VP of Sales and Operations face@you.com
 
CA RFQ’s
Email: face@you.com
Cc: Bob's face, Sr. Customer Service Rep face@you.com
 
NV RFQ’s
face@you.com
 
Human Resources (includes requests such as applicants following up on status to a job they applied for or companies calling for reference checks on past employees, or anything that seems HR related)
Bob's face, VP of Sales and Operations face@you.com